Troubleshooting Virtual Office for Microsoft Dynamics

Try the following troubleshooting procedures to resolve the most common integration issues:

  • Make sure that you are connected the Microsoft Dynamics integration: Settings > Integrations > MS Dynamics > Connect.
  • Under Settings > Integrations > MS Dynamics, set the appropriate flags as required:
    • Auto call log: Enable this option to automatically generate a call/chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.
    • Call log pop: Enable this option to view the call log pop in a browser tab once the interaction is terminated.
    • Auto single match record pop: Enable it to pop the record details in a browser tab so the agent can preview and prepare for the call.
    • Auto multi match record pop: Enable it to pop the record when multiple matches are found. The browser pops the call record details for the first match in a new browser tab. You can select to match the call to another user from the Search tab. Click next to the desired record to view the details.
    • Account: Enable this option to allow the integration to search for an existing account record. This option is enabled by default.
    • Contact: Enable this option to allow the integration to search for an existing contact record. This option is enabled by default.
    • Lead: Enable this option to allow the integration to search for an existing lead record. This option is disabled by default.
    • Case: This option is only supported for Microsoft Dynamics Customer Service. Enable this option to allow the integration to search for an existing case record. This option is disabled by default.
  • Make sure that a pop-up blocker is not preventing opening of new tabs in Microsoft Dynamics.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

    1. Open in the top-right corner of your Chrome browser window.
    2. Select Settings from the menu.
    3. Click Show Advanced Settings at the bottom of the page.
    4. Under Privacy, click Clear browsing data.
    5. Select the following check boxes from the list:
      • Cookies and other site and plugin data.
      • Cached images and files.
    6. Click Clear Browsing Data.
    1. Click to open the menu in the top-right corner of your Chrome browser window.
    2. Go to Settings.
    3. Click Show Advanced Settings at the bottom of the page.
    4. Under Privacy, select Content settings.
    5. Under Plug-ins, click Manage exceptions.
    6. Enter the Virtual Office domain address.
    7. Select Allow from the drop-down list.
    8. Click Done.